Technical Support Engineer
Microsoft
Technical Support Engineer
Multiple Locations, United States
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required/Minimum Qualifications
- 3+ years technical support, technical consulting experience, or information technology experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- Ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role.
- Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool.
- Proficient understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services. Awareness of SQL Server, or any other Database Management systems.
- Availability to shift rotations to cover business needs, including “on-call” responsibilities and weekend work.
Other requirements: Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
Additional or Preferred Qualifications
- Microsoft Technology Certifications.
- Knowledge on additional languages
- Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical senior business users with ease.
- Support experience delivering IT Application support or services.
- Experience with Office 365/Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework.
- Excel skills with Power Query and Data Modelling.
- Conceptual knowledge of Microsoft Azure/AWS Cloud architecture or any Cloud SaaS.
- Understanding of DNS (Domain Name System) principles and protocols.
- Proficiency of HTTP (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.)
- Business level fluency to read, write and speak English
Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $66,900 - $135,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $89,600 - $148,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until April 5, 2025
#CES #CSS #DTP #DataAI
Responsibilities
Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
Product/Process Improvement
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
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